Your experience with Hasselblad support and/or repair service?

[Nicci]

Hi guys,

I am curious about your experience with Hasselblad support and/or repair service and whether there is a difference between Europe and the States.

Thanks for your participation!

[SMurphy]

I felt that my experience in North America was good.

I've had to send in an X1D II and also an XCD 90, both for user clumsiness issues.

In both cases, upon initial email contact I received an acknowledgment within the business day.  I was asked for contact information, product failure description, and given a case number.  I shipped the item to California  ( in their original boxes ), and provided a tracking number and a photo of what I was sending. 

I received notice when the shipment arrived, followed up with a detailed quote and invoice.  Once paid, the repair was initiated, I received a notice when the work was done and further notice when shipped (with tracking number).  Later on, there was follow up with a service satisfaction survey.

As I recall total turnaround time was 3-4 weeks, the bulk of which was spent in transit (and customs at the Canada/US border).  I felt kept in the loop at all times and well taken care of.

Was it ideal having to ship to another country, and not be offered a loner?  No.  But as an amateur, there was no real impact to the work I do.  Moving forward, and with a view to professional work, I've kept the X1D II as a backup to my X2D and have pairs of lenses with similar focal lengths (e.g. XCD 38V and XCD 45P, XCD 80 and XCD 90).

Hope this helps,
Scott.

[michael123]

Hi guys,

I am curious about your experience with Hasselblad support and/or repair service and whether there is a difference between Europe and the States.

Thanks for your participation!

Our camera was bought from B&H, but Hasselblad HQ respect the warranty.. any other shop probably not, but B&H are special. Good to know: so if you buy from B&H you have a choice to sent to USA or EU, whatever is more convenient.

There was some issue with the wheel in X1D-50c, and Hasselblad had a recall. But I did not use that recall option as we managed somehow and Hasselblad made some workarounds in FW updates.

Apparently we had some electronic failure with the motherboard later on, and when I contacted Hasselblad they offered to explore that recall option and to replace the motherboard as well.

So Hasselblad sent me all the paperwork, DHL courier on their behalf, eventually they replaced ~5000 euros components and I paid 400 euros for something that was not covered by warranty. All in all it took around 3 weeks door to door.

Given that I live in Israel and it takes to go through customs it was quite a quick turnaround.

[Patrick CM]

My experience in Europe is very good. But good for Europe isn't an option. Suggests bias in the vote 😂😂